What are the responsibilities and job description for the Customer Care Representative position at Reliance Matrix?
Job Responsibilities and Requirements
The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, their policy/contract explanation, and service inquiries. Representatives work closely with our callers to address questions and provide policy-related information by building a professional rapport to address all levels of a customer’s inquiry.
Duties and Responsibilities:
- Answers inbound calls and provides customer service to policyholders, employees, brokers, and claimants.
- Communicates complex information in terms callers will understand.
- Resolves a wide variety of questions and inquiries for our customers.
- Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information.
- Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues.
- Follows up on customer inquiries when needed.
- Maintains established levels of productivity and quality standards within a fast-paced environment.
- Handles call volume and assigned service tickets/inquiries during assigned timeframes.
- Completes assigned tasks and any other duties as assigned when needed.
Required Knowledge, Skills, and Abilities
- High School Diploma, or equivalent, required. Relevant associate degree highly preferred.
- 1-3 years of call center experience or equivalent customer service experience required.
- Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required.
- Excellent verbal and written communication skills.
- Excellent problem-solving skills to handle customer problems in a timely and professional manner required.
- Financial Services or Insurance industry experience preferred.
- Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required.
- Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers.
- Ability to multi-task and collaborate in a team-focused environment.
- Working knowledge in Microsoft Office Applications
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance to ensure financial protection when you need it most
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
Our Values:
- Integrity
- Empowerment
- Compassion
- Collaboration
- Fun
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
Salary : $36,900 - $46,800
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